FROM CACHE - en_header

Conversion tracking is not available

kindred-team
Tourist
4 0 1

I have been testing with the conversion tracking and everything was going fine. but the last couple of days, I have stopped getting any data from the conversion tracking.

 

I have tried chrome and safari and nothing is coming up. I have tried to access the data through the Graphql API and the customer journey returned is null.

Replies 20 (20)
Shawn_Laughlin
Tourist
9 0 8

Yes, we're having the same issue! And suddenly my shopify sales notifications include the phrase "from your Online Store"- we don't have any other store... It's been happening since Friday.

Josh_Uebergang
Shopify Expert
874 34 224

What do you mean by conversion tracking? There is hundreds of things that are tracked and many types of conversions. Do you mean contact page enquiries through Google Analytics? Sales tracking in Google Ads through the Shopify app? Add to carts through Facebook?

Run Google Shopping ads? Get the free definitive guide to Google Shopping for Shopify (no optin required): https://www.digitaldarts.com.au/google-shopping
kindred-team
Tourist
4 0 1

Hi Josh,

 

When you navigate to the order's page on Shopify, there is the conversions summary on the right hand nav. That just states "There aren't any conversion details available for this order."

 

We are trying to integrate with your system so we are trying to access the Customer Journey information on the order via the GraphQL API. That is returned as null for all of orders since Friday on multiple shops not just ours.

kindred-team
Tourist
4 0 1

We are using apiVersion: "2019-10"

 

We first grab all of the orders from our store using the orders api: 

 

https://{shopifyStore.shopify_store_name}.myshopify.com/admin/api/2019-10/orders.json?status=any

Then we grab the admin_graphql_api_id which we run the second query to get the customer journey information using graphql

 

{
   order(id: {admin_graphql_api_id}) {
     id
     customerJourney {
       customerOrderIndex
       daysToConversion firstVisit { id referralCode } lastVisit { id referralCode }
     }
   }
  }

The customerJourney returned is null.

 

As I have mentioned, this is returning data for orders made prior to Friday.

 

laujounyong
New Member
1 0 1

The same thing is happening here, contacted support but support claims that customers are using private browser. It shouldn't be the case since before last Friday, out of 10 orders in my store, 9 have conversion summary. And now, 30 out of 30 orders don't have conversion summary.

Shawn_Laughlin
Tourist
9 0 8
Agreed. Last Friday morning I stopped being able to see any conversion details using your analytics on the home page. Eight orders since, no tracking available (it’s now been way past the 48 hours that the Help doc mentions it might take. Never had any problem before. One other piece- the Shopify notification of a new order now contains the phrase “from your Online Store” we don’t have any other store.

Yesterday I spent an hour or so on with Tech support, who found it odd as well adn refreshed the front-end cache. I did recieve a single order with conversion detail about an hour later, then, unfortunately, another one with no conversion details after that.
wenjonc
New Member
2 0 0

Im getting the exact same problem

Shawn_Laughlin
Tourist
9 0 8

Individual order pages on Shopify offers conversion details for each order. These have suddenly stopped becoming available.

Andreas_Zindel
Excursionist
12 1 4

I have the same problem since Friday. No conversion details on any of my orders.  Since there are a few of us with the same issue, I think it is fair to assume that not all for sudden everybody is switching to private browsers. Especially on mobile devices. 

 

 

@Josh_Uebergang  would you be so kind and escalate this to support.

kindred-team
Tourist
4 0 1

Does anyone know whether a similar issue has happened before?

 

We are trying to determine whether we can rely on the Shopify API for this customer journey data or not.

 

Also, anyone else had any replies from the Shopify team? The only thing we got was that they will get in touch with us once they have has something to update us with.

Shawn_Laughlin
Tourist
9 0 8
We’ve been told that it has been escalated, and no, I don’t think it’s happened before. They don’t seem to know why it’s happening and it took us a while to convince them it was an issue. Let’s keep posting to this board so they realize it’s a legit issue.
Busfox
Shopify Staff (Retired)
Shopify Staff (Retired)
628 49 106

 

Hi everyone,

 

I wanted to drop a quick note here that we are investigating these reports. Apologies for any radio silence you've experienced with this issue. I'll ensure updates are added to this thread as they happen. 

 

Thanks in advance for your patience.

Andrew | Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Andreas_Zindel
Excursionist
12 1 4

Thank you for letting us know this is being looked into. As of now, this is still an issue for me.

Shawn_Laughlin
Tourist
9 0 8

Still a problem here, too...

Busfox
Shopify Staff (Retired)
Shopify Staff (Retired)
628 49 106

 

Hi again,

 

I wanted to give an update that new orders should now be showing conversion details properly. Can those of you in this thread who were seeing this issue confirm? 

 

Thanks in advance

Andrew | Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Andreas_Zindel
Excursionist
12 1 4

@Busfox wrote:

 

Hi again,

 

I wanted to give an update that new orders should now be showing conversion details properly. Can those of you in this thread who were seeing this issue confirm? 

 

Thanks in advance


It seems to be back to normal... I'll keep you posted. 

 

Thank you for all your support and for staying on top of this. 

Shawn_Laughlin
Tourist
9 0 8
It’s working again! Thanks.
Josh_Uebergang
Shopify Expert
874 34 224

I've seen the conversion details of orders in Shopify flawed ever since it came out. Especially with paid advertising. You'll probably see a lot of Google Ads sales being attributed to organic. You're better off using a proper Google Analytics setup with Enhanced Ecommerce. View the Sales Performance report and use a secondary dimension of source/medium. Far more flexible and insightful then Shopify's conversion details report.

Run Google Shopping ads? Get the free definitive guide to Google Shopping for Shopify (no optin required): https://www.digitaldarts.com.au/google-shopping
MikelKristi
New Member
1 0 0
The conversion details on the order pages have recently stopped working for our website. It looks like this issue has resurfaced. Over the past 2 to 3 weeks the majority of our orders have no conversion details available.